Oversee and deal with quality initiatives and issues with the established customer base
Interact with customers on all product quality issues. Providing high-level “consulting” services to the customer base in all matters related to it
Facilitate discussions between experts, company managers and the client regarding quality issues
Bringing customer voices to the medical device system (projects, future development, issues, trends...) and dealing with issues affecting customers
Prioritize quality and compliance-based solutions that support the company and its standards
Triage critical issues, priority closures, high risks, and escalated customer complaints: Define a problem and scope for escalation, qualify the impact on the customer
Notify, develop and communicate with management to provide regular updates (face to face, over the phone, etc.)
Review all customer complaints, investigations and communications to ensure validity and ensure compliance with policies and procedures
Identifies and coordinates the resolution of problems that may negatively affect customer satisfaction
Provide day-to-day support to customers in filling medical laboratory products such as (BCTs, syringes, and diagnostic medical laboratory products).
- Studying the latest scientific medical research, which in turn raises the quality of the product and provides, directly or indirectly, customer satisfaction from the medical laboratory experience
Requirements:
Strong attention to detail and good interpersonal skills
Excellent organizational skills and ability to multi-task in a dynamic, fast-paced environment
Ability to work in a team environment to handle multiple aspects of integrating new clients into the system and maintaining a high level of expectations in nurturing an existing client base
Core commitment to customer satisfaction, ability to solve problems, think flexibly, focus on desired results, and follow up to ensure customer satisfaction
Strong problem-solving skills and the ability to work independently as well as within a team
License of the Saudi Commission for Health Specialties (SCFHS)
Possess in-depth knowledge of associated medical laboratory instrument equipment
Bachelor's degree in Medical Technology or Clinical Laboratory Science
Previous experience in healthcare for at least 3 years
